Operations Knowledge and Communications Manager

As our new Knowledge Management and Communications Manager you will be ensuring that we deliver an exceptional experience for our call centre colleagues. In order for our teams to support our customers in the best way they need to be up to date on everything from our products to our systems and so much more. Therefore, you will play a pivotal role in communicating and delivering content to them. You will collaborate with key stakeholders and be the subject matter expert of the knowledge management system, taking the lead on reviewing and building content that supports our colleagues to serve our customers and promote best practice communication through the various platforms available to communicate with colleagues. You will ensure a cycle of continuous improvement through the communication channels and those providing key information to our colleagues, collaborating across multiple business functions and teams to ensure trust in the information we provide. Reporting to the Operations Strategy Delivery Manager and the wider Operational Development and Transformation Team you will be responsible for supporting operational readiness and communications through business change within our Insurance broking business. We offer total flexibility over where you work - you choose a place that you feel most comfortable and productive, either from home or in one of our hubs in London, Ashford or Sandwich. At Saga, we come together with a purpose so that we can collaborate with each other; as part of our Operational Development team, you would typically come together once a month in London or Kent.Role Responsibility As our Knowledge Management & Communications Manager you will be responsible for developing and implementing knowledge management strategies that align with organisational goals and objectives. This Other accountabilities include:

• Creating accessible and engaging content and maintaining our Knowledge management platform
• Creating and managing knowledge-sharing between platforms such as Workplace, Vision ( KMS Lighthouse application ) and Saga website
• Constantly reviewing and maintaining the centralised knowledge repository to ensure data accuracy and accessibility for all colleagues
• Conducting regular audits of knowledge repositories to ensure data relevance and applicability, providing operational feedback for colleague knowledge development
• Identify opportunities for automation and process improvement using technological tools
• Establishing and maintaining partnerships with business units to enhance collaboration and knowledge-sharing
• Designing and delivering training sessions on knowledge management best practices and software to employees at all levels, to help support business units in providing the right content for colleagues
• Staying up-to-date with industry trends and developments in knowledge management to ensure the effectiveness of the company's knowledge management strategy
• Developing a communications and knowledge management strategy and approach to maximise the success of colleague communications via the various communication channels
• Promoting communications and knowledge management standards, processes, and technologies.
• Developing a colleague-centred knowledge management approach and customising this based on colleague feedback
• Designing, coordinating and/or implementing effective knowledge-sharing events.
• Participating in the design/implementation of monitoring and evaluation of quality assurance best practice
  
  Having experience in reviewing and curating knowledge system content is essential. Whilst having experience within financial services would be of advantage, we are open to considering candidates with experience across other industries., Excellent understanding of how to translate business information into digestible content that can be used whilst handling customer enquiries
• Understand the various communications channels and how they should be managed and what content should be delivered, when and how
• An ability to challenge and influence key stakeholders
• Is innovative and creative and promotes an environment for change and continuous improvement.
• Analytical/data experience preferable
• Excellent problem-solving and issue resolution
• Strong written and verbal communication
• Able to build relationships with colleagues at all levels
  
  Over the past 70 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. The Saga brand has become one of the most recognised and trusted brands amongst UK consumers in this demographic, recognised for its high quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance and the Saga Magazine.
At Saga we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement. We value diversity not just because it is the right thing to do, but because diverse teams perform better.

Everyday our colleagues deliver exceptional experiences to our customers. We believe exceptional work deserves even more exceptional rewards, that's why we have put together an amazing benefits package for all colleagues. We offer total flexibility over where you work you choose a place that you feel most comfortable and productive, either from home or in one of our hubs in London, Ashford or Sandwich. BENEFITS AVAILABLE TO ALL COLLEAGUES:
• Our working week is 35 hours per week, these can be worked flexibly to suit your working style
• 25 days holiday + bank holidays
• Option to purchase additional leave up to 5 extra days
• Pension scheme matched up to 10%
• Life assurance policy on joining us
• Wellbeing programme
• Colleague discounts including family discounts on cruises and holidays
• Range of reductions and offers from leading retailers, travel groups and entertainment companies
• Enhanced maternity and paternity leave
• Grandparents leave
• Company performance related annual bonus - Up to 5%
• Income protection
• Access to Saga Academy, our bespoke learning platform